Location
Ealing Gateway Regional Office, with travel across other regions and visits to Headquarters in London.

Hours
Full Time, flexible and hybrid working arrangements available.

Salary
£50,000 per annum

About the Role
North-West London is one of Peabody's largest, most diverse and fast-paced regions. We are seeking an experienced and inspirational Regional Resolution Manager to lead our resolution service, ensuring residents receive fair, timely and high-quality outcomes when things don't go as planned. This high-profile leadership role carries significant regional responsibility, overseeing complaints, Member enquiries and executive correspondence. You will work at the intersection of resident experience, operational performance, regulatory compliance and organisational reputation.

As a trusted partner to Regional Directors and operational leaders, you will use insight from complaints and resident feedback to drive learning, improve services and strengthen resident confidence.

Key responsibilities include leading a team of Complaint Investigators and Coordinators to deliver a high-quality resolution service across North West London, ensuring complaints and enquiries are managed consistently, professionally and in line with regulatory expectations. You will act as the escalation point for complex, sensitive or high-risk cases, oversee responses to MPs, Councillors and other key stakeholders, and ensure compliance with the Housing Ombudsman's Complaint Handling Code and organisational policies.

You will use complaints, Ombudsman decisions and resident feedback to identify trends, root causes and opportunities for service improvement, working collaboratively with operational leaders to embed learning and reduce repeat complaints. Providing performance insight, challenge and support to improve resident outcomes, you will build strong relationships with internal and external stakeholders to protect and enhance resident trust.

This role requires managing politically sensitive and high-profile casework, balancing resident expectations, regulatory requirements and reputational risk while maintaining a strong focus on service improvement.

Why this role matters
Complaints provide some of the most valuable insight into residents' experiences. As Regional Resolution Manager, you will ensure complaints are resolved fairly and effectively, and that learning from them drives meaningful service improvements across the region.

Our values and service standards
You will share Peabody's values of Being Kind, Doing the Right Thing, Loving New Ideas, Celebrating Diversity, Keeping Our Promises and Pulling Together. You will champion service standards by getting things sorted, keeping residents updated, being honest and accountable, listening and supporting, and learning and improving.

Why join us?
You will join a service passionate about helping residents flourish in their homes and communities. You will have the opportunity to shape service delivery, influence local partnerships and lead a team that makes a genuine difference every day.

Benefits include flexible and hybrid working, 30 days' annual leave plus bank holidays, up to 10% pension contribution matched 1:1, two additional paid volunteering days each year, and a flexible benefits scheme including healthcare and dental care options.

Experience
- Significant experience in complaint handling, customer resolution, investigations or service improvement within social housing or a similarly regulated environment.
- Strong knowledge of the Housing Ombudsman's Complaint Handling Code and effective complaint resolution practices.
- Understanding of the Regulator of Social Housing Consumer Standards and the wider housing regulatory landscape.
- Experience managing complex complaints relating to repairs, housing management, tenancy matters, antisocial behaviour, resident safety or property services.
- Experience responding to enquiries from MPs, Councillors, senior executives and other high-profile stakeholders.
- Proven success leading, developing and motivating high-performing teams.
- Excellent written communication skills, with the ability to produce clear, balanced and evidence-based responses.
- Strong analytical skills and experience using insight to drive continuous improvement.
- Confidence to challenge constructively and influence leaders at all levels.

About you
You are an experienced housing professional with strong leadership skills, excellent judgement and a passion for improving resident experience. You share Peabody's values and are committed to delivering fair, timely and high-quality outcomes for residents while driving continuous service improvement.

Qualifications
Relevant qualifications are desirable but not explicitly stated; emphasis is placed on experience, skills and values alignment.